Effective Date: 21 August 2023

Thank you for choosing Aoken Ltd, trading as Button Hill Cottage (“we,” “our,” or “us”) for your personalised products. We are dedicated to ensuring your satisfaction with your purchase. This Returns Policy outlines our guidelines regarding returns and exchanges for personalised products. Please read this policy carefully before placing an order with us.

Personalised Products

1. Non-Returnable Items: Due to the nature of personalised products, we do not accept returns or exchanges unless a typo or printing error was made by our staff during the customisation process.

2. Typo or Printing Error: In the event that we make a mistake in the customisation of your product (e.g., incorrect spelling, wrong colour, or design), we will gladly replace the item at no additional cost to you. Please contact us within 48 hours of receiving your order and provide clear photographic evidence of the error.

How to Request a Replacement

1. Contact Us: If you believe there is a typo or printing error on your personalised product, please contact our customer service team within 48 hours of receiving your order.

2. Provide Evidence: To process your request, we require clear photographic evidence of the typo or printing error. Please provide images that clearly show the mistake.

3. Confirmation: Once we have reviewed the evidence and confirmed the error, we will provide instructions on how to return the defective item (if required).

Conditions for Replacements

1. Timeframe: You must notify us of the typo or printing error within [number] days of receiving your order. Requests made after this timeframe will not be eligible for a replacement.

2. Original Packaging: Returned items must be in their original packaging and unused condition.

3. Return Shipping: We will provide instructions for returning the defective item. Return shipping costs for approved replacements will be covered by us.

Exclusions

1. Customer Error: We are not responsible for typos, errors, or mistakes that were included in the original order submission. Please carefully review the personalised information you provide during the order process.

2. Design Approval: For orders with design proofs, it is your responsibility to carefully review and approve the design before production begins. We cannot accept returns or replacements for products that were approved by you during the design approval process.

Contact Us

If you have any questions or concerns about our Returns Policy or need assistance with a replacement request, please contact us.